How feedback and partnerships helped the U.S. Internal Revenue Service respond to COVID-19

May 6
9:50 a.m.–10:25 a.m. CDT (UTC-5)

During the COVID-19 pandemic, the IRS relied on partnerships within the Service, across the U.S. government, and with the private sector—and on unprecedented metrics and user feedback—to help Americans through this crisis.

This talk will share what the agency faced as they had to get money quickly to people who needed it, and how they built the partnerships that helped them move quickly. We’ll look at what the crisis did to their site—with traffic volume so high they broke their real-time analytics. It will also cover how they analyzed and responded to ongoing metrics, user feedback, news, and social media.

In this talk, you’ll learn how to:

  • Build partnerships within and beyond your organization.
  • Adapt to your own limitations.
  • Anticipate user needs in a complex situation.
  • Capture and analyze user metrics and feedback—and cycle that feedback into real-time site updates.

Who will benefit most: This talk will be helpful to people who need to collaborate across a large organization. It will also be helpful to anybody who wants to learn how metrics, research (user surveys, social media), and analysis can inform content strategy and bring stakeholders together to collaborate—even in a crisis.

José VejaranoJosé Vejarano

Chief Content Strategist,